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greenhouse

Senior Complaints Analyst

Coinbase
London, GBR
Senior · 5+ years experience
Remote
GBP 61800-61800 / year
Discovered Today
salesforcesql

Full Job Posting

Required Skills and Experience:

  • 5+ years of experience in complaints handling, quality review, investigations, or risk within financial services or a regulated technology environment, with a record of independently handling complex root-cause analysis and quality assessments
  • Applied knowledge of complaint-management regulatory expectations, customer fairness principles, risk mitigation, and high-volume operational workflows
  • Demonstrated ability to use data to identify complaint trends, prioritize risks, and translate findings into actionable recommendations for process improvement
  • Track record of influencing cross-functional partners and leading through subject-matter expertise without direct authority, with clear and structured written and verbal communication
  • Proficiency in Salesforce Service Cloud, JIRA, and SQL, with experience using analytics and case-management tools to support quality review at scale
  • Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.
  • PID: P77181 #LI-ONSITE
  • Pay Transparency Notice: The target annual base salary for this position can range as detailed below. Total compensation may also include equity and bonus eligibility and benefits (including medical, dental, and vision).
  • Annual base salary range (excluding equity and bonus):£61,800—£61,800 GBP
  • Application Limit: Candidates may submit a maximum of 3 applications within a 6-month period.
  • Equal Opportunity Employer: Coinbase is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information. Applicants with criminal histories will be considered consistent with applicable federal, state, and local laws.
  • US Applicants: View Employee Rights, Know Your Rights, and E-Verify Notice of Participation.
  • Accommodations: If you are an individual with a disability who needs a reasonable accommodation, email us your request and contact info at accommodations[at]coinbase.com. Need screen reading technology? Click here to download a free compatible screen reader and view the tutorial.
  • Data Privacy & Arbitration: By submitting your application, you agree to our Candidate Privacy Notice. US applicants: By submitting your application, you agree to Arbitration of Disputes.
  • PID: P77181

Preferred Qualifications

  • Pay Transparency Notice: The target annual base salary for this position can range as detailed below. Total compensation may also include equity and bonus eligibility and benefits (including medical, dental, and vision).
  • Annual base salary range (excluding equity and bonus):£61,800—£61,800 GBP

Responsibilities

  • Lead audits of post-QC and dispute-related complaint cases to verify required updates, final determinations, and customer communications are completed accurately and on time
  • Drive calibration, scorecard, and documentation improvements across the quality review process, setting consistent standards for complaint outcomes
  • Provide expert guidance on complex or high-risk cases and support peer learning, onboarding, and ongoing development of QC analysts
  • Analyze complaint trends, systemic issues, and queue health to surface risks, recommend scalable solutions, and support audit readiness
  • Contribute to pre-closure QC reviews across Consumer, Regulatory, and Litigation Support complaints per the QC rubric

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